• Choose 7 different services, each under different category (e.g. Corp HQ help desk under PC support, MS Exchange/Outlook under Email/Calender, etc) and for each service, describe what might be the appropriate utility and warranty expected.
• What do you think are the activities in the Terra Firm’s ITSM process (depicted in Exhibit 5) in which the service portfolio might be used or useful for performing the activities more efficiently or effectively?
• Some of the elements in the Terra Firma’s ITSM process correspond to the functions/processes prescribed in ITIL. Identify and explain which phase(s) in the ITIL are reflected (at least conceptually) in Terra Firma’s ITSM processes and which appear to be largely or altogether missing from Terra Firma’s process? Justify your answer.
• Apply the strategy generation concepts from the Service Strategy phase to define the market of the IT function in Terra Firma, strategise new offerings of services (3-4) that could differentiate it (the IT function in Terra Firma) from other potential providers of IT services, and identify what strategic assets would be required in order for it to provide these new services. Note that these new services could be in additions to or serve as replacements for existing services.
• Choosing two new services on the offerings identified in
• Identify potential user profiles and associated patterns of business activities
• Specify the service package for each of these services by briefly describing the associated service level package(s) in each service package, recalling that each service level package defines the service to be provided in terms ofits utility and warranty and is capable of fulfilling one or more pattern of demand?
Terra Firma uses many services in various categories like a help desk under computer support that enable customer to solve their queries quickly and face less harassment, they have launched their website to enter into the social media and get attention of large amount of customers, they have started a an application for smart phone users for instant delivery of products, they have good distributing channels to facilitate their products all over their showrooms, efficient and trained professional staff to adequately use the diagnostic equipments, good marketing strategies to penetrate in the market and capture the sales, latest and advanced diagnostic equipments that help the patients for their treatment (Chess et al., 2007).
The IT Service Management Process of Terra Firma is divided into many departments and which perform series of task and are inter linked together. These departments are Business unit, IT Operations Support, IT Steering Committee, IT Architecture and standard audit, Project Management Office and Project Team. The coordination among the departments is very helpful to solve problem of the company or to meet the user demands. Problems faced in one department are solved with assistance to another department, which in turn help the company’s business sales (Conger et al., 2009).
Terra Firma uses IT Service Management (ITSM) which is process to provide the customer with useful information technology (IT) services with the needs of the company, based on the requirements of the customers. ITSM employs ITIL documented best practices and in many cases goes beyond areas like enhance new diagnostic equipments, implementation to provide customers with many value added services. Now a day, ITSM practices have come up to include special methods to enable and optimize projects, planning and implementation of ITIL best practices (Galup and Dattero, 2010).
The service strategy concept for Terra Firma can be to introduce new products and technology in the market, sign agreements with associate companies, collaborations and partnership and expansion to other nations. Many companies adopt these strategies to expand their business and service portfolios, to enter into the existing market or to increase their market share. Terra Firma should also offer diagnostics equipment training service to professionals to enlarge their product utility and enhance their presence in the market (Mora et al., 2014).
The potential user of the mobile application launched by the Terra Firma is mainly the regular customers and the smart phone users. Terra Firma can easily communicate with its customer by providing daily updates of their products. At first the company could offer free download application option to the customer and reach them at large. The message of up-gradation of new diagnostic equipments update can be easily send to the potential customers. Also the customer feedback and there complains can be get from the mobile application (Sham et al., 2009).
References:
Chess, D., Hanson, J., Pershing, Jr., J. and White, S. (2007). Prospects for simplifying ITSM-based management through self-managing resources. IBM Syst. J., 46(3), pp.599-608.
Conger, S., Venkataraman, R., Hernandez, A. and Probst, J. (2009). Market Potential for ITSM Graduates: A Survey. Information Systems Management, 26(2), pp.176-181.
Galup, S. and Dattero, R. (2010). A Five-Step Method to Tune Your ITSM Processes. Information Systems Management, 27(2), pp.156-167.
Mora, M., Raisinghani, M., O’Connor, R., Gomez, J. and Gelman, O. (2014). An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks:. International Journal of Information Technologies and Systems Approach, 7(2), pp.83-107.
Sham, C., Chan, A., Yang, N., Gordon, L. and Braun, J. (2009). S.22. Detection of Activated PD-1: Generation of an Antibody Against the PD-1 Phospho-ITSM. Clinical Immunology, 131, p.S139.
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